Unisys has embedded voice recognition technology as a new feature of its digital workplace service, InteliServe.
InteliServe’s enterprise personal assistant, Amelia, will now have automatic voice recognition to allow for seamless and consistent support and a better end user experience. The new feature is designed to understand the user’s intent, resolve many of the most common requests and transfer the call to the right resolver group as needed, significantly decreasing time-to-resolution.
By leveraging PerVoice’s Audioma® technology within InteliServe, Unisys is able to provide clients with omni-channel support for users in multiple languages with natural speech recognition, regardless of their work location.
Leon Sayers, Advisory Director at Unisys Asia Pacific says, “With more organisations moving to a hybrid workplace for the long term, employees want the same level of IT support, regardless of whether they are working from the office or a remote location or outside normal office hours.
Embedding this new voice recognition technology into InteliServe, in multiple languages, will help create a consistent experience for Asia Pacific employees working across multiple locations and timezones by answering common requests or transfering calls to the relevant resolver group so that issues can be resolved quickly.”
The technology enables Amelia, the InteliServe™ enterprise personal assistant, to create a consistent experience for users, understand the user’s intent, resolve many of the most common requests and transfer the call to the right resolver group as needed, significantly decreasing time-to-resolution. Unisys Digital Workplace Services help clients energize and increase the productivity of their employees with workplace technologies that minimize frustration with IT support.
Unisys InteliServe™ delivers an extensive workplace automation platform, integrating artificial intelligence, robotic process automation, analytics and machine learning for a frictionless employee experience that easily plugs into human resources, finance, and business applications.